What should a representative do when responding to an irate customer?

When responding to an irate customer, the best course of action is to listen actively and acknowledge their feelings. This approach is vital for several reasons. First, active listening demonstrates to the customer that their concerns are being taken seriously. It validates their emotions, which can help de-escalate the situation and foster a sense of being heard. When customers feel that their grievances are acknowledged, they are more likely to calm down and engage in a constructive dialogue.

Acknowledging feelings also encourages trust and rapport between the representative and the customer. By expressing empathy, the representative can build a connection that may lead to a more productive resolution of the issue at hand. This method not only addresses the immediate concerns but can also turn a negative experience into a positive one, potentially reinforcing customer loyalty.

In contrast, becoming defensive or arguing can further escalate the situation, making the customer feel invalidated. Changing the subject or ignoring complaints tends to dismiss the customer's feelings, which can lead to frustration and dissatisfaction. These alternatives do not provide the necessary support and resolution that the customer seeks during a distressing interaction.